OMTech Omdömen 483

Great service and quality parts. Iv'e had nothing but good experiences with OMTech

Quick response and reasonably priced replacement parts

Omtechs commitment to providing excellent customer service is top notch. I called after placing an order for the AF kit. The belt (original) didn't seem like it would have enough play to install. After speaking with technical support, it was decided to send a new belt. Received the belt in a timely manner.

Initially product performance was EXCELLENT. The first time we had an issue with our machine was 2 years after purchasing. My husband and I purchased the OMTech Polar laser engraver in December 2022 after extensive research led us to believe it was the best fit for our small business. We received the unit in February 2023 and were immediately impressed. The machine performed beautifully, and aside from a few minor issues which we were able to resolve ourselves, it exceeded our expectations. For over a year, the OMTech Polar was a reliable and essential part of our workflow.

Recently we experienced Technical Issues.
Unfortunately, our positive experience took a turn when the laser began producing extremely weak output. It could no longer cut through even thin wood, rendering it unusable. This issue brought our operations to a halt for nearly three weeks, significantly impacting our business.

Unfortunately our interaction with Customer Service & Technical Support was disappointing.
Seeking help, I contacted OMTech’s technical support. The experience was frustrating from the start. The representative I spoke with struggled to understand me, and I had to repeat myself multiple times. After being placed on hold for an extended period, I hung up and resorted to YouTube tutorials to troubleshoot the issue myself.

Later, their customer relations team reached out, and I attempted to reconnect. I left a voicemail and eventually spoke with Olivia, whose phone connection was poor and static-filled. After 30 minutes, I hung up and tried again, only to be disconnected once more. Olivia texted to say she’d call the next day—but that call never came until I followed up via text. When we finally spoke again, the connection was stable, and I expressed my disappointment with the entire experience.

Technical support from Agent Alex was similarly unhelpful. He seemed to be reading from a script and lacked familiarity with the machine. It felt like I was speaking to someone who had never used the product themselves.

Prior to this experience, we had seriously considered upgrading to a larger, more advanced OMTech model to support our growing business.

However, given the poor customer service and lack of effective technical support, we are now rethinking that decision. Reliability and responsive support are critical for small businesses, and this experience has shaken our confidence in OMTech as a long-term partner.

While the OMTech Polar itself is a solid machine, the lack of responsive, knowledgeable, and effective customer service has been a major letdown. For a company that caters to small businesses, this level of support is unacceptable—especially when downtime directly affects revenue.

Have ordered a lens, got wrong one shipped. Delivery took extremely long

Seller has shipped a replacement one

I have not needed any real support just yet but the support I have asked for has been great.

I really wanted to love this laser. Build quality looks great and the design is solid but unfortunately, I’ve spent more time troubleshooting than actually using it.

Out of the box, I ran into issues that made the machine unusable. I followed all the recommended support steps, including taking it apart and running tests myself and recording video to send to support, I even documented arcing issues that clearly point to a hardware problem.

Support has been slow to respond — with over 12-24 hours between each message — and so far, I still don’t have a working unit. It’s frustrating to spend this kind of money only to end up acting as my own repair tech right away.

Hoping this gets resolved soon, and if it does, I’ll update this review. But as of now, it’s been a disappointing experience for a brand new machine as I was able to do one job and now it’s a paperweight in pieces while I wait.

Edit - 12 Nov

After about a week of back and forth OMtech did send me another unit and the shipping was quick. This new machine does have a faint grinding sounds like one of the exhaust fans but it is working much better. The cuts seem a little inconsistent as the farther to the right I go on the bed, the less consistent my cuts are on 1/8 birch plywood. Time will tell but I’m happy to have a new, working machine.

First laser arrived with the coolant leaking throughout, customer service was good and arranged for machine to be sent back and a new one sent out. Second machine I never got running as there were issues with gantry alignment and the laser head focusing. After back and forth with customer service/technical assistance, I decided it wasn’t the machine for me, so I returned it. Customer service was decent, can’t however recommend the product.

**UPDATE** This company literally emailed me offering me a gift card in exchange for the removal/editing of my review here. I'm happy to provide screenshots of these emails. **The machine arrived damaged. Customer support only responds overnight if you live in the US. They made me buy another machine as a replacement, and after I paid, they told me the machine was out of stock(despite being on sale on their website). After two weeks of back and forth emails, I'm finally sending back the machine and have already purchased something from a reputable company - Xtool. Who knows how long my refund will take. Avoid Omtech at all costs.

Easy ordering/great pricing/fast delivery

Great product at a reasonable price and fast delivery.

Parts delivery was kinda slow our laser was down for a week. Otherwise I would give 5 stars

2 months without a working machine and still no available fix. After over ten phone calls and multiple weeks waiting, there’s still no solution nor can they seem to figure out what the problem is.

I appreciate the fact that there is excellent service available after the purchase. I’m not the smartest guy in the world and I really appreciate the help you give. Thank you so much.

Excellent product

The tube got here very quickly and Omtech was very helpful making sure we had the right one for our laser to get back and running!!

Great customer service! I had a technical question about replacing the Z axis belt on my laser and they actually made a video for me with my exact model to share how to replace it!
Thank you!

Customer service responded quickly and deliver my part in a timely manner

I’ve been dealing with Omtech for months now. I wrote a previous review but yet the saga continues. After my laser was stolen from the street (omtech did not require signature, driver left in road), omtech did offer to send me a new laser. I was very excited and was going to pull my review on this site. However when the laser got here, one of the belts was broken. I thought I needed a replacement so I contacted omtech who said the belt was out of stock and would need a month to send a new one. I was able to feed the broken belt through the machine using a plastic bit of garbage and was able to secure it back in place. I then used the laser for all of about 6 hours and one night I hear a loud pop coming from the machine. The laser stopped firing out of nowhere. Was using under totally normal circumstances. I contacted omtech and they said they would need me to test the capacitor to see if it’s the tube or the power supply that stopped working. They asked me to hook a resistor up to the machine to check the power supply (I am not an electrician. I am a crafter). I did not have the resistor. It was supposed to come with machine and did not. Had to wait another 5 days to get resistor. Luckily my husband vaguely knew how to test it, but first, omtech sent instructions for the wrong machine and then they sent us instructions that were upside down. After super sketchy handling of high voltage wires and reading from our upside down computer l, we found that it was the power supply to the laser that failed. We went to omtech website and found this replacement was out of stock too. I ordered this laser almost 4 months ago and still do not have a working laser. Its honestly comical how bad this is at this point.

I love their marking spray product, but it is so expensive on Amazon. Buying it from their website is way cheaper, but delivery can take up to 3 weeks in my experience.